Sr Customer Service Engineer

Job Responsibilities

• Install, maintain, validate, and repair Cytiva AKTA, Agilent HPLC (1200 series, 1290 series), Waters UPLC (Acquity, H series, M series, Bio Inert series), Waters Mass Spec instrumentation within customer dept. with best-in-class service.
• Support other laboratory equipment within the agreed service scope, in line with customer requirements, technical competency and training.
• Provide troubleshooting, repair, and qualification services for customers including warranty services within a prescribed time frame and established maintenance protocols.
• Deliver customer familiarization for instrument operation and maintenance to support customer instrumentation, primarily focused on departmental LC and mass spectrophotometer instrumentation and program requirements.
• Communicate service offerings including training, support, software, laboratory services products and field upgrades.
• Partner with customers to understand their analytical workflow and applications, and enhance the existing LAMP program offerings.
• Demonstrate knowledge of and adherence to the installation, warranty, and service agreement documentation standards.
• Contribute to account profitability through efficient execution and service delivery.
• Perform timely uploads and downloads of required service data to ensure the integrity of service systems.
• Maintain assigned assets including tools, test equipment (MTE), telecommunication equipment, assigned service parts inventory, etc.
• Proactively develop technical and soft skills to maintain and enhance PerkinElmer's value proposition to the customer.
• Enhance PerkinElmer's product quality by proactively reporting improvement opportunities via the quality notification process.
• Seek higher level certification through participation in company sponsored training & development offerings.
• Complete all administrative tasks to include time reporting and assigned training.
• Maintain training and compliance in areas of health and safety, security, environmental and operational aspects of daily activities.

Critical Skills

• Strong interpersonal skills; strong team player with customer satisfaction focus.
• Ability to follow written and verbal directions.
• Read and understand technical bulletins and service manuals.
• Work under time constraints.
• Maintain alertness and concentration.
• Work safely with potential electrical, chemical, radiologic, and biologic hazards using universal precautions.
• Ability to operate personal computer to enter data and generate reports.
• Outstanding interpersonal, written, and verbal skills demonstrating the ability to communicate information clearly and accurately.

Basic Qualifications

• Bachelor Degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, or related discipline including military experience plus 5 years direct experience with repair of laboratory equipment OR Associate Degree in Applied Science, Biology, Chemistry, Electronics, Mathematics, Engineering, or related discipline including military experience plus 7 years direct experience with repair of laboratory equipment.

Preferred Qualifications

• Experience using Microsoft 365.
• Detailed knowledge of analytical equipment, laboratory environment, and/or instrument control software.
• Ability to travel by air, vehicle and/or other means of transportation as business requires.
• Must have a valid driver's license.
• Vendor issued certification on relevant laboratory equipment.
• Knowledge of laboratory safety practices as defined by the Company and/or the customer's site safety code.

Working Environment

Must be able to work in a laboratory, controlled environments requiring personal protective equipment (e.g., lab coat, safety glasses, etc.). Job pace may be fast and job completion demands may be high. Must be able to remain in a stationary position more than 25% of the time. The person needs to occasionally move between labs, corridors, adjoining rooms, and buildings onsite. Frequently operate on instruments, objects, tools or controls, which will require regularly bending, squatting, stretching and reaching. Occasionally move or lift up to 25 pounds (potential for occasional lifting of up to 50 pounds). Specific vision abilities required include close range distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Employee may be required to handle hazardous waste according to local, state, and federal regulations. Potential risk to lab-based hazards including extreme temperature, biological materials, and hazardous chemicals. May be required to complete Medical Clearance, Respiratory Protection Training, and Fit Testing to wear a respirator.